Purpose The purpose of this paper is to determine the correlations between TQM and organizational learning in the context of automobile part manufacturing and suppliers of Iran. Design/methodology/approach A research project is carried out in 191 automobile part manufacturing and suppliers plants, using the questionnaire method. Confirmatory Factor Analysis (CFA) is applied to assess the measurement instrument reliability and validity. The correlations between latent constructs are examined through Partial Least Squares (PLS) method. Findings Findings indicate that, both, the core and infrastructure aspects of QM practices have significant positive effect on organizational learning. At the lower levels, HRM and information and analysis contribute to enhancement of the organizational learning. Research limitations/implications It is recommended that a more complete construct be designed for measuring the organizational learning. Some contextual factors such as culture need to be noticed in future researches. Practical implications in this article some beneficial insights are addressed to assist managers in recognizing the organizational problems which weaken the organizational learning. Originality/value This study contributes to the TQM advance, organizational learning research literature and provides better foundations for organizational learning improvement through TQM practices in the Middle East. By investigating the correlations between infrastructure and core QM practices and organizational learning, this study fills the current gap in this field.

Purpose The purpose of this paper is to examine the transformational leadership and service quality in the businesses active in the field of e-commerce with the mediating role of trust and team performance. Design/methodology/approach Survey questionnaires were administered on a 384-subject sample of the employees of the teams working in electronic businesses in Iran. The structural equation modeling and partial least square techniques were used to analyze the data. Findings The results showed that transformational leadership has a positive impact on service quality and improves team performance. The effect of transformational leadership on the interpersonal trust and the trust on the team performance are also positive and significant. In summary, the improved performance also has a positive impact on service quality. Research limitations/implications The main limitation is the assessment by questionnaire because the questionnaires measure the attitudes of individuals, not the facts as they are, and the attitudes of individuals usually involve personal judgments and prejudices in the research. Also, examining the research model in different cultural domains may provide different results because of being influenced by different cultures. Hence, the authors recommend that the findings should be examined in other communities with different cultures. Originality/value Evaluating the impact of the transformational leadership on service quality (SERVPERF scale) by a survey of team trust and performance in e-business is an innovation in the influence assessment of these variables. The present research is considered applicable to the management science as new findings in organizational behavior studies and recognition of transformational leaders, as well as the positive impacts of the characteristics of them on individuals and followers.

PurposeThe purpose of this study is to investigate the relationship between total quality management (TQM), employee outcomes and performance. Moreover, how environmental uncertainty (EU) influences the relationship between employee outcomes and performance is regarded in the context of automobile part manufacturing and suppliers of Iran. Four theories namely resource-based view theory, ability, motivation, opportunity framework, contingency theory and quality management theory have been adopted in this research.Design/methodology/approachA research project is conducted in 191 automobile part manufacturing and suppliers plants using the questionnaire method. Confirmatory factor analysis is applied to assess the reliability and validity of the measurement instrument. The correlations between latent constructs are examined through partial least squares method.FindingsThe results show positive relationship between TQM, employee outcome and performance. The EU also moderates the relationship between employee outcome and performance.Research limitations/implicationsIt is recommended that some contextual factors such as culture be noticed in future research studies. Data were collected from Iranian automobile part manufacturing and suppliers plants, which may limit the generalization of results to other organizations in other countries.Practical implicationsIn this paper, some beneficial insights are addressed to assist managers in recognizing the organizational problems, which weaken implementing TQM, employee outcomes and the effect of EU on organizations.Social implicationsBy improving the quality of management practices and employee outcomes, the society gains benefits such as customer satisfaction.Originality/valueThis study contributes to the TQM advance and human resource management literature and provides better foundations for employee outcomes improvement through TQM practices in the Middle East. By investigating the effect of EU, this study fills the current gap in this field.

Purpose The purpose of this paper is to compare the perceptions of Bank Saderat Iran’s (BSI) customers in Isfahan and Dubai to find the probable differences in BSI service quality in these cities. Design/methodology/approach The required data were collected by adapted Bank Service Quality (BSQ) questionnaire from two samples of BSI customers (300 in Isfahan and 100 in Dubai). In this research, BSQ was measured by seven dimensions, including Bahia and Nantel (2000) BSQ dimensions, and globalization of bank services as the added dimension. The factor analysis was used to analyze the data, independent-samples t-test for comparing the means and Friedman test for ranking of the BSQ dimensions and items. Findings The results of this research revealed a relative satisfaction of customers with BSI service quality in both cities; however, the respondents in Dubai perceived a higher service quality. The most important dimensions were access and effectiveness and assurance in Isfahan and reliability and tangibles in Dubai. In addition, although these cities are located in developing countries, the respondents’ perceptions were similar to those in developed countries. Practical implications It is proposed that BSI managers should eliminate the barriers to prompt service provision, review service charges, integrate decision-making systems, decrease the bureaucratic factors and provide training programs to increase the personnel’s’ interactive skills in Isfahan. Originality/value A few studies have been conducted in the field of BSQ in Iran banking industry, and none has measured BSQ using a cross-country and cross-cultural method. No research has been conducted on BSI service quality in Isfahan and Dubai, and this is the first research in both cities. Furthermore, it is one of the few times that a specific tool is used for measuring BSQ in Iran banking industry.